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Customer Service Fundamentally Speaking
Good banking customer service is fundamental; especially in today’s business environment. If you’re asking yourself why it’s important to...
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What Can A Smile Do?
Sometimes the only interaction we have with customer service people now is when we need to pick something up...
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Above and Beyond
I would like to tell you about one of the best service experiences I received in recent memory. It...
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Protecting Call Center Reps from Caller Abuse
To preserve morale in their call centers, bankers need to train their reps to handle caller abuse. . BY EDWARD...
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How Mystery Shopping Can Help You to Feel the Customer’s Experience
I am a true believer in learning by observing the “real” world. That is why, last week, I spent...
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Doing What Is Right
Recently I purchased a television. I had done some research ahead of time, but standing in front of 50+...
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One Simple Behavior; One Giant Impression
My husband and I traveled to Moscow last week—a long way from our South Florida home and a long...